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The hearX Group offers the world's first clinical smartphone hearing test solutions. Our award-winning products are used in over 25 countries. Our aim is to impact on an individual, community and global level by creating sustainable, smart solutions for hearing health for everyone.
Job purpose:
Product Experts provide high quality first line support and remote care to a hearing care program being provisioned to service the market in the United States. They maintain high customer satisfaction and ensure customers are assisted with the information they require. Product Experts assist customers remotely via video and voice calls, texts, emails and messenger services. They troubleshoot basic issues with hearing aids, provide customers with support for the mobile application and any other query or information the Product Expert is able to. They ensure that customers' devices are operational and that the customers understand how to use and maintain their hearing aids and our Mobile application.
Minimum Requirements
Education
Experience
2 years in Customer Support and Troubleshooting (or in a role requiring similar skills as listed herein)
Required nature of experience
Skills and Knowledge (essential)
Other:
Essential Competencies:
Important Competencies:
Customer Support 50%
Customer Experience 30%
Continuous Improvement 10%
Quality & Compliance 10%
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